Customer Service Specialist

Job Description

Job Description

Company Vision

Security State Bank & Trust (SSB&T) has proudly served Texas communities since 1941. As a growing community bank, we are committed to building meaningful relationships, delivering exceptional service, and making a positive impact on the communities we serve.

Guided by our core values of Care, Do What Is Right, and Go Above and Beyond, we foster a culture where team members are empowered to grow, contribute, and make a difference. With 18 branches and growing, SSB&T offers rewarding career opportunities for individuals who share our commitment to service, integrity, and excellence.

About the Role

The Customer Service Specialist is responsible for delivering exceptional service to customers by providing account support, resolving inquiries, processing service requests, and helping customers navigate the Bank's products and services. Reporting to the VP Operations this role serves as an important point of contact for customers and helps ensure a positive banking experience through professional, accurate, and responsive service.

The Customer Service Specialist contributes to SSB&T's success by building strong customer relationships, supporting customer retention, resolving service issues, and reinforcing the Bank's commitment to service excellence while adhering to Bank policies and regulatory requirements.

Essential Responsibilities 

• Champion SSB&T’s Core Values: Model SSB&T’s core values, embedding them into data strategy, governance, and team culture.
• In addition to other duties as assigned from time to time in SSB&T’s reasonable discretion, your responsibilities include:
  • Customer Service & Relationship Support

• Provide professional, accurate, and timely service to customers through in-person, telephone, email, and digital communication channels.
• Assist customers with account inquiries, product and service information, transaction requests, and routine banking needs.
• Build and maintain positive customer relationships by delivering exceptional service and support.
• Identify customer needs and refer appropriate Bank products and services to enhance the customer relationship.
• Resolve customer concerns and service issues promptly while ensuring a positive customer experience.

• Account Maintenance & Transaction Processing
  • Process account maintenance requests, account updates, customer service transactions, and related operational activities accurately and efficiently.
  • Assist with account opening documentation, customer onboarding activities, and product servicing requests.
  • Review customer requests and documentation for completeness, accuracy, and compliance with established procedures.
  • Maintain accurate account records and system updates within designated banking platforms.
  • Support operational tasks related to account servicing, research requests, and transaction processing.

• Customer Inquiry Resolution & Problem Solving
  • Research and resolve customer questions, account discrepancies, transaction concerns, and service-related issues.
  • Serve as a resource for customers regarding Bank policies, procedures, products, and service offerings.
  • Coordinate with branch personnel, operations teams, lenders, and other departments to facilitate timely issue resolution.
  • Escalate complex customer concerns or operational issues to appropriate personnel when necessary.
  • Follow up with customers to ensure satisfactory and timely resolution of requests.

• Operational Support & Quality Assurance
  • Support daily branch and operational activities by maintaining accuracy, efficiency, and adherence to service standards.
  • Review work for completeness and accuracy to ensure customer requests are processed correctly and timely.
  • Maintain records, logs, and documentation supporting customer service and operational activities.
  • Assist with balancing, exception resolution, reporting, and administrative support functions as assigned.
  • Support departmental goals related to service quality, productivity, and operational effectiveness.

• Compliance, Risk Management & Documentation
  • Ensure customer service activities comply with Bank policies, procedures, regulatory requirements, and internal controls.
  • Maintain compliance with BSA, AML, OFAC, CIP, privacy, and information security requirements applicable to customer-facing activities.
  • Verify customer information and required documentation in accordance with established procedures.
  • Identify and escalate suspicious activity, policy violations, operational concerns, or compliance issues as appropriate.
  • Maintain confidentiality of customer, financial, and Bank information.

• Team Collaboration & Process Improvement
  • Collaborate with branch personnel, operations teams, and other departments to support customer service and organizational objectives.
  • Participate in training programs, cross-training opportunities, and professional development activities.
  • Identify opportunities to improve customer service processes, operational workflows, and overall efficiency.
  • Assist with implementation of procedural updates, system enhancements, and departmental initiatives.
  • Support special projects and additional assignments as directed.

• Performance & Accountability
  • Maintain accountability for the accuracy, quality, and timeliness of customer service activities and assigned responsibilities.
  • Meet established service standards, performance expectations, productivity goals, and operational deadlines.
  • Ensure customer requests and service issues are handled professionally, efficiently, and accurately.
  • Demonstrate professionalism, adaptability, attention to detail, and a commitment to exceptional customer service while supporting the Bank’s mission and values.

• Nothing in this job description restricts SSB&T’s ability to modify, reassign, or supplement the employee's duties and responsibilities at any time, with or without notice.

Employment Commitments & Physical Requirements

• Non-Exempt
• Full-time 
• Monday- Friday 8am-5pm 
• Community/ volunteer involvement
• Focus-intensive position requiring extended periods of sitting and digital navigation.
• Occasional walking, standing, and use of office equipment.
• Must possess close visual acuity and clear speech for verbal communication. 

Location & Travel

• Physical reporting to Operation Center location 
• Travel may be necessary depending on business needs

Candidate Requirements 

• Ability to adapt to growing business needs and structural changes 
• High school diploma or GED (for teller and entry-level positions); bachelor's degree in finance, accounting, business administration, or a related field for professional roles
• Relevant licenses where required by law or regulation
• Familiarity with applicable banking regulations
• Attention to detail
• Proficiency with standard office software and ability to learn core banking platforms
• Effective written and verbal communication skills
• Ability to pass a criminal background check and any required pre-employment screening (drug testing, fingerprinting for FDIC-insured institutions)

Candidate Preferred Qualifications

• High school diploma or equivalent required; Associate's degree or Bachelor's degree in Business Administration, Finance, Communications, or a related field preferred.
• 2+ years of customer service, banking, retail, financial services, call center, or client support experience.
• Strong customer service and relationship-building skills.
• Experience handling customer inquiries, problem resolution, and account servicing activities.
• Knowledge of banking products, deposit accounts, consumer services, and digital banking platforms preferred.
• Ability to communicate clearly and professionally with customers and colleagues.
• Strong verbal, written, and interpersonal communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Strong attention to detail and commitment to accuracy.
• Ability to manage multiple priorities in a customer-focused environment.
• Proficiency with Microsoft Office applications and customer service systems.
• Experience using core banking platforms, CRM systems, or account management tools preferred.
• Ability to maintain confidentiality and handle sensitive customer information appropriately.
• Demonstrated professionalism, dependability, and commitment to service excellence.
• Ability to work independently and collaboratively within a team environment.

Compensation

We are committed to competitive compensation at SSB&T. By analyzing market data, we establish fair salary ranges. Your pay is determined by your experience, the role's market value, and your geographical location. 

The job description and supporting information describe the principal functions required of the job and should not be construed as a non-exhaustive description of all work to be performed in the job role. 

Employee shall perform such work as may be required of Employee by SSB&T in accordance with the job description, as well as the instructions, directions and control of SSB&T and at such reasonable time and places as it may determine. At all times during the Employment Period, Employee shall strictly adhere to all the rules and regulations that have been, or that may hereafter be established by SSB&T for the conduct of its employees, and further, Employee shall strictly adhere to all the provisions of the Company’s handbook(s).

Security State Bank &Trust is an Equal Opportunity Employer.